Work In Tech

*About the Role *

Keela is a fast-growing B2B SaaS company that enables nonprofit organizations to achieve their goals and drive positive change in civil society through innovative technology solutions. We're currently seeking a highly motivated and ambitious Head of Customer Success to build out the Customer Success function at Keela and oversee our Customer Support and Professional Services. This role will work closely with stakeholders across the business and will be responsible for developing and executing strategies that maximize ROI, increase retention, and reduce churn. The ideal candidate will have a passion for leading people, possess a tenacious and persevering work ethic, and excel at problem-solving and building.

Responsibilities

Leadership

• Develop and expand the Customer Success team at Keela, including defining team goals, KPIs, and performance metrics to ensure the team is delivering exceptional customer service and driving business growth.
• Provide guidance and oversight to the Customer Support and Professional Services teams, ensuring they are operating as efficiently and effectively as possible.
• Provide assistance to Customer Support and Professional Services teams by filling capacity gaps during periods of high demand.
• Monitor the performance metrics of the Customer Support and Professional Services teams, and work with team leads to identify areas for improvement and implement strategies to address them.
• Hire, train, and mentor team members to ensure they have the necessary skills and knowledge to deliver exceptional customer experience.
• Oversee onboarding and training programs for new employees, and provide ongoing support to ensure successful integration into the team and company culture.
• Develop and manage team budgets, including personnel, technology, and other resources.
• Identify and implement new tools, processes, and technologies to streamline team(s) operations and improve efficiency and effectiveness.

Customer Success

• Develop and execute tailored success and revenue-generating strategies for customers, with a focus on maximizing ROI, increasing retention, and reducing churn, as well as upselling and cross-selling opportunities in collaboration with sales and product teams.
• Collaborate with the Product team to gather customer feedback and insights, and use that information to inform product development decisions that enhance the customer experience and drive adoption and retention.
• Proactively identify and address friction points in the customer journey to enhance customer experience, while establishing a framework to measure the effectiveness of these efforts, and collaborate with stakeholders to identify touchpoints with customers.
• Manage customer onboarding, continuously iterate and optimize the process to ensure successful adoption of our product, and develop and implement metrics to measure the effectiveness of the onboarding program, as well as define and track success metrics and continuously improve performance.
• Develop and implement a framework to define the criteria and standards for the Minimum Viable Customer (MVC), ensuring that customers receive enough value to stay engaged with the system and drive adoption, which ultimately leads to better retention rates.
• Optimize customer information management tools (e.g. Hubspot and ChurnZero) to ensure accurate and up-to-date data.
• Develop compelling customer success stories and case studies in collaboration with Sales and Marketing teams, highlighting the value of Keela's products and the success of our customers.
• Implement customer engagement programs, such as webinars, user groups, and customer advisory boards, to build a strong community of customers.
• Stay up to date with industry trends and best practices in customer success, and incorporate this knowledge into our customer success strategies and programs.

Key Characteristics

• Is ambitious and brings positive energy to the workplace, inspiring others to work towards shared goals and fostering a collaborative and supportive team environment.
• Is results-oriented and skilled at both planning and hands-on execution.
• Works autonomously in a startup environment and cross-functionally to influence leadership, align stakeholders, and execute strategies to hit business objectives.
• Is innovative and prioritizes customer needs and satisfaction.
• Encourages experimentation and risk-taking to drive constant evolution and improvement.
• Takes calculated risks when necessary and executes decisions efficiently.
• Challenges the status quo, takes initiative, and is proactive in identifying and solving problems.
• Makes informed and timely decisions, balancing thorough analysis with the need for agility and action.
• Is adaptable and takes ownership of their work.
• Maximizes efficiency and optimizes resource utilization in all aspects of the business.

Qualifications

• 5-7+ years of experience in customer success or related fields
• 3+ years of experience leading a team, including coaching and mentoring
• Bachelor's degree in Business, Marketing, Communications, or related field, or equivalent experience
• Experience working in a B2B SaaS company, and experience in the nonprofit sector is a bonus
• Proven ability to develop and implement successful customer success strategies that drive business growth and increase customer retention.
• Demonstrated experience leading and managing high-performing teams, including hiring, training, and mentoring.
• Strong analytical skills and ability to use data to drive decision-making.
• Excellent communication and interpersonal skills, with the ability to build and maintain relationships with customers, team members, and stakeholders.
• Strong problem-solving skills and ability to think strategically and creatively.
• Knowledge of customer success management tools and platforms, such as Hubspot and ChurnZero.

About Keela

Keela is on a mission to empower every social impact organization around the world with technology. We believe that access to powerful tools will change how nonprofits fundamentally work. We build and support software that we designed specifically for the needs of nonprofit organizations. Our team is passionate about excellence, and proud of our diversity and inclusion — something that we believe is a source of deep strength in our growing company. We are a team of builders and leaders truly dedicated to building a profitable, globally impactful, sustainable and ethical business.

We are a close knit team of around 70 in Canada, the US, and Nepal. Our company is based in Vancouver, but operates almost entirely remotely. We are passionately driven to hit targets, help customers, and reach our next milestone. We love to win and we are driven by the understanding that every nonprofit that adopts Keela can do more good in this world, help more people and drive more positive impact, that is what motivates us every day.

How to Apply

Please send your resume to hire at keela.com detailing why you'd be a great fit for the role. ONLY applications submitted as instructed will be accepted. We look forward to hearing from you!

Measures of Success

Customer satisfaction (CSAT)
Net Promoter Score (NPS)
Customer retention and churn rates
Time to resolution (TTR) and first response time (FRT)
Support ticket volume and trends
Upsell and cross-sell rates
Onboarding completion rates
Product adoption and usage rates
Customer lifetime value (CLV)
Referral and advocacy rates

Compensation

Base salary: $90,000 - $100,000 CAD. This is a full-time, remote role.

Please note, we are accepting applications from Canada and the United States; however, the legal structure of the relationship (eg. employee vs consultant/contractor) may be different, depending on the residency and jurisdiction of the applicants.